# Is AI really answering customer emails at Octopus Energy?

> Octopus Energy CEO Greg Jackson said AI was doing the work of 250 people at the UK energy supplier, and that AI-written customer emails delivered 80% customer satisfaction versus 65% for skilled, trained staff, as reported by Business Insider in May 2023.

- **Evidence grade:** A — Named organization, quantified outcome, independent source (news, paper, filing, or customer quote outside vendor marketing).
- **Organization:** Octopus Energy (energy supplier)
- **Industry:** Telecom & Energy Utilities — Energy supplier
- **Roles:** Customer Support
- **Tools:** Generative AI in company systems (Octopus Energy (in-house))
- **Status:** production · **Agent pattern:** copilot · **Autonomy:** 1/4
- **Last verified:** 2026-10-17

## Reported outcomes
- equivalent workload: work of 250 people [1] (self-reported)
- CSAT on AI-written emails: 80% vs 65% for trained staff [1] (self-reported)

## How it works
1. Generative AI was incorporated into company systems to write customer emails.
2. Human staff continue to handle remaining correspondence.

## Risks & compliance
- Figures come from the CEO's own statements, relayed by the publication

## Notes
- Business Insider attributes the figures to Jackson's column in The Times of London.

## Sources
1. Business Insider, "AI is doing the work of 250 people at an energy company and satisfying customers better than trained workers, CEO says" (2023-05-09) <https://www.businessinsider.com/ai-work-automation-octopus-energy-greg-jackson-2023-5>
   > "Emails written by AI delivered 80% customer satisfaction — comfortably better than the 65% achieved by skilled, trained people."

Canonical: https://agentcasefile.com/cases/octopus-energy-ai-customer-emails/ · License: CC BY 4.0 (summary) · Source: Agent Casefile